If you self-manage a short-term rental, you have probably fielded some challenging questions or requests from guests, including those that indicate guests would inadvertently – or intentionally – skirt your house rules.
Sticking to your house rules and booking requirements is important, and while that may mean some guests don’t get the answers they want or must book elsewhere, there are ways to respond in a friendly but firm way to maintain a positive relationship. Check out some templated responses to common questions below to make this easy.
Regardless of the specific question, there are some general rules of thumb to follow:
- Keep your responses succinct and matter-of-fact
- Hold firm to the standards you have set but be gracious and helpful in doing so
- Offer other options when possible
Pro Tip: Your local STR alliance or host organization is a great place to swap reservation leads with other hosts and get other local recommendations to share with your guests! Find a group in your area in our alliance directory >
10 Template Responses to Tough Guest Questions About Your Short-Term Rental House Rules and Policies
Here are 10 common difficult questions from guests and some handy responses to have ready.
Q: Can I book your home for my relative/friend/coworker?
A: Hi {Name}, Thank you for considering {Property Name}! {Airbnb/Vrbo/other OTA} and our insurance policy both prohibit third-party bookings, but we would be happy to host your {relative/friend/coworker} if they make the reservation.
Q: I need to cancel our reservation at the last minute. May I get a refund?
Answer A: Hi {Name}, We’re sorry that we won’t have the opportunity to host you. The cancellation policy in our rental agreement is firm – we do not offer refunds for cancellations within {X} days of check-in. However, your travel insurance may cover your stay depending on the policy. We recommend contacting your insurance provider to submit a claim.
Answer B: Hi {Name}, We’re sorry that we won’t have the opportunity to host you. The cancellation policy in our rental agreement is firm – we do not offer refunds for cancellations within {X} days of check-in unless we can rebook those dates. We will try our best, but we cannot guarantee that will happen.
Answer C: Hi {Name}, We’re sorry that we won’t have the opportunity to host you. The cancellation policy in our rental agreement is firm – we do not offer refunds for cancellations within {X} days of check-in. However, we are happy to apply your payment to a future stay between {X date} and {X date}.
Q: Can we arrive to the rental early or check out late?
A: Hi {Name}, We wish we could extend your stay, but our cleaners are on a tight schedule at {X time}, and cleanliness a top priority for all of our guests. A great place nearby where you can store luggage and enjoy the area during your extra time is {cool local spot}.
Q: What is your house rule on parties? Can I host my bachelor party/spring break gathering at your home?
A: Hi {Name}, That sounds like a fun trip! We don’t host parties or group events at our property, but take a look at {Event Venue} or {Accommodation That Allows Parties}. I think they could be a great fit for your needs.
Q: Can I bring my non-service animal to your non-pet property?
A: Hi {Name}, We don’t host pets in this property, but check out {Pet-Friendly Accommodation A} or {Pet Resort/Kennel} nearby. We have heard great things about them.
Q: Can extra people stay in your vacation rental? They are OK with sleeping on the couch or an airbed.
A: Hi {Name}, As much as we would like to host additional guests, we cannot exceed {X number of people} because of {regulated occupancy limits/zoning or building codes/insurance requirements/septic limitations}. {Alternative Property A} nearby can host your additional guests or {Alternative Property B} is available to accommodate your whole party together.
Q: Can you accommodate my excessive requests for things 1, 2, 3, 4, and 5?
A: Hi {Name}, Thanks for your interest in our property. We are unable to accommodate these requests and wouldn’t want you to have anything short of a wonderful stay here in {Location}. I recommend {Alternative Accommodation} instead. I am confident they will meet your needs!
Q: {Thing A clearly described in your photos/description/house rules} was not as expected. Can I get a refund?
Answer: Hi {Name}, We’re sorry to hear {Thing A} didn’t meet your expectations. We do not provide refunds for things visible or described in the property listing. However, we are happy to offer {Solution A} or {Solution B} to show our appreciation for your business.
To check out more about house rules and our other tips on hosting and managing your short-term rental property, check out our resource page and upcoming events!